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June 29, 2021

Enquiry Experience Tracker

Meeting prospective student needs in 2021

Global disruption and uncertainty has increased the propensity for students to enquire to potential universities prior to applying. Students expect responsive, personalised communications through mobile-optimised channels. 

How well are you placed to meet students’ needs? 
Are you losing out to competitors who offer a better experience? 
What is the impact on your bottom line?

Introducing the Enquiry Experience Tracker

The Enquiry Experience Tracker (EET) is an annual research program designed to help universities understand how well they respond to enquiries from prospective students. 

✓ Personalised report showing your service levels compared to the sector

✓ Understand how well you are meeting student expectations

✓ Identify areas of strength and opportunities to optimise your performance

Underpinned by the latest student behaviour data and conversion insights, the Enquiry Experience Tracker is reassuringly powered by education experts Edified and UniQuest, the student engagement specialists.

A comprehensive mystery shopping program is underway across a representative sample of 30+ UK universities, covering six prospective student personas across Home and International along with key enquiry channels including phone, email and live chat. 

The enquiry experience will be assessed against 14 criteria including find-ability, responsiveness, clarity and personalisation. The scoring methodology has been informed by insights from over 1 million student journeys and reflects today’s standard for effective student engagement.

Mystery shopping personas and channels

Scoring methodology

Your invitation to join the EET

All UK-based higher education institutions are invited to join the 2022 Enquiry Experience Tracker. The cost to participate is £2450, which includes a personalised report with sector benchmarking.

To learn more about the Enquiry Experience Tracker, please contact or

Special offer for BUILA Conference attendees

Edified is offering free participation in the 2021 Enquiry Experience Tracker for 20 universities as part of the 2021 BUILA conference

This offer includes mystery shopping and a benchmarking report for one international student enquiry channel. Results will be made available in early October and will include anonymised, aggregated benchmarking by grouping and geographic region.

Complimentary participation is available to the first 20 universities who register for this offer.

Register for the EET

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